Complaint Review: Total Wireless

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # 90407802. 
Correspondence regarding this complaint will be emailed to : mbbalentine@gmail.com
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Filed on : August 11 2017

Filed by : 
Marc Balentine
22 Lexington Court 
Napa CA 94559

Filed against : 
Total Wireless
9700 NW 112th Ave 
Medley FL 33178-1353

Complaint Description:
after about 8 hours over several days, Total Wireless was unable to make LTE voice or multimedia texting work on my stock iPhone 6. my phone has never been jailbroken / rooted, and was completely reset when i activated.

they had me delete a profile (apn) in settings, then download a new one from a url. once this was done, my service was worse, still no LTE voice or MMS, and the place where that profile could be deleted in settings no longer exists. they then instructed me to wipe the phone completely, at which point iTunes prompted me to associate a number i didn't recognize with my iPhone, and upon doing this my number changed. i had to contact legal under threat to sue for the loss of my ported telephone number, which at first they thought they couldn't retrieve.

they said that because my service was activated last month that no refund is a available. not only do they not seem to provide their knowledge base to the representatives they outsource to for technical support, but refuse to accept that they are to blame. they instead point the finger at Apple or Verizon. buffoons.

i'm invoicing their corporate office for my time. reason of review: TOTAL INEPTITUDE. monetary Loss: $235.

Your Desired Resolution:
i want a refund of my $35 plan, and $200 for the hours spent on the phone with them to no avail.